Understanding Case Management Report Drill-Downs
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We are excited to introduce a major update to your Case Management Report: Click-Through Metrics. This feature provides immediate transparency into your team's performance by connecting aggregate numbers directly to individual customer conversations.
The View
Instead of viewing a static number, you can now click on any non-percentage metric, such as "Total Cases Closed", to open a list of the exact cases that make up that total. This view eliminates the need for manual searching and ensures you always have the full context behind your data.
Streamlining Your Quality Assurance
With this new functionality, managers can audit cases with a single click. From the drill-down window, simply select a case to open the full conversation thread in a new tab. This makes it easier than ever to provide feedback, verify handle times, and ensure your team is delivering the best possible service.
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